Notes from Training Session On

Notes from Training Session on

Quality Monitoring Tools

Friday 11 November,2011

Time 90 minutes

Session Chair:

Ms.Nguyen Bich Hang - Country Director MSI Vietnam

Session Technical Experts:

Mr. Jamshaid Asghar Pakistan MSI/Suraj

Dr. Ashek Ahmed Bangladesh Smiling Sun

Dr. Susan Mukasa Uganda PSI/ProFam

Dr. Nicole Spieker Pharmacces

Reporter for session: Rehana Ahmed

Session objectives:

·  By the end of the session participants will have recommendations on a set of quality monitoring tools for social franchising.

·  The participants will also share ideas of how to market these tools to the franchisees.

Session Outline

Chairperson Remarks

There are many quality monitoring tools available. These are used at various levels:

·  Self evaluation, for continuous quality improvement

·  Franchisor Supervision (provider and facility)

·  Accreditation and benchmarking against other countries

In addition there is government licensing

It is important to use these tools for quality assurance without turning them into policing methods, which would alienate the franchisees.

This morning there will be presentations of selected tools from countries that have been recognized with quality awards last evening. These are tolls for self assessment , quality scans, supervisory and award tools to ensure the quality improvement process.

From this session we should aim to deliver the following:

1.  Recommendations of a set of minimum tools for every social franchise

2.  Consider how these can be marketed to the franchisees

______

Presentations: Attached

Discussion & Questions:

·  Self assessment is a way of decentralization the quality improvement process and builds a culture and capacity for quality assessments

·  Self assessment of quality monitoring staff

·  Request for Smiling Sun’s assessment tool for staff who monitor quality

·  Quarterly award system for franchisees conducted regional by Profam

·  What should the frequency of client exit interviews?

·  Is it all paper forms or has technology been used?

·  Forms should be simplified as shown by ProFam Uganda

·  What are the tiers at which quality should be managed?

·  Use of non clinical staff for sections of a tool can push down the cost

·  Display of price lists in clinics is also part of quality for poor

·  Accreditation should be done locally , the Safecare model will be too costly.

Marketing of tools-- how do you involve franchisees ?

·  do on the job training

·  quarterly awards for recognition for quality

·  educate clients, so they won’t accept low quality

·  competitions

·  Recognition by peers

Group recommendation for minimum tools to be used by social franchises:

3